IT Technician (Service Desk) at Lekki Freeport Terminal

Lekki Freeport Terminal, part of the CMA-CGM Group, is the only Container Terminal Operator in Nigeria’s only deep seaport, namely Lekki Port.

We are recruiting to fill the position below:

Job Title: IT Technician (Service Desk) – Local (within Nigeria)

Location: Lagos Island, Lagos
Employment Type: Full-time
Department: IT
Reports To: Team Lead, IT Operations
Indirect reports To: CIO

Position Summary

  • We are looking for a competent IT Technician (Service Desk) to provide fast and useful technical assistance on computer systems.
  • You will answer queries on basic technical issues and offer advice to solve them.
  • As an IT Technician (Service Desk) must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
  • He or She must also be customer-oriented and patient to deal with difficult customers.
  • Must have On-hand experience on basic IT Devices/ Equipment
  • The goal is to create value for clients that will help preserve the company’s reputation and business

Major Accountabilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by internal customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements in procedures

Critical Success Factors

  • Articulate and resolve all IT-related issues raised in an efficient and timely manner within stipulated SLA and KPIs.
  • Have a high Emotional Intelligence to handle difficult internal user IT related Issues
  • User satisfaction must be maintained

Educational Qualification

  • B.Sc in Information Technology, Computer Science, Computer Engineering or any relevant field

Experience:

  • 2- 3 years as an IT Technician (Service desk).

Skills and Abilities Required:

  • Relevant experience and knowledge of MS Office, Terminal Operating Systems, Gate Operating Systems, Vehicle Booking Systems, Database management, and ERP systems would be an advantage.
  • Basic knowledge of the shipping industry and Port Terminal business.
  • Good communication skills with the ability to communicate across the organization.
  • Capable of handling multiple tasks.
  • Ability to work under pressure with the constant change of priorities.
  • Ability to work with a team and make good decisions with minimal supervision.

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